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Work-life balance for the prepared agent


That preference for work-life balance has become even more pronounced today. Many workers now consider work-life balance and schedule flexibility the most important factors when considering whether to take— and stay in—a job. In fact, nine in ten people want flexibility in where and when they work, according to the EY 2021 Work Reimagined Employee Survey.

Companies of all types have started vying for workers in all age groups by offering similar flexibility. This has created an atmosphere of fierce competition, and contact centers must adjust to this new expectation for